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Dear benzj044,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you ever expressed responsible gaming related issues to this casino?
• Did you pass the verification before you lost access to the account?
• Was the payment method you have used registered in your own name?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Here is an update regarding my complaint.

At the moment the problem is only about the proof of address verification.

The casino keeps rejecting my proof of address documents even though I have already provided multiple valid ones.

First, I sent bank statements (Revolut and C24), but they refused them because they said they only accept statements from a physical bank.

After that, I sent an internet and landline bill (O2) showing my full name and address. They rejected this as well and said that an internet bill is not relevant.

Then I sent an official government-issued residential certificate (Meldebescheinigung) confirming my registered address. They did not properly react to this document and continued asking for another bill.

Now I have sent them again the official residential certificate, together with an additional utility-related document (GEZ broadcasting fee invoice) showing my name and address.

So far the issue is only the proof of address verification, and I have already provided several valid documents.

My account was closed immediately after I deposited money and I never had the opportunity to use the account.

I deposited 104.50 EUR in total (including fees) and I am still waiting for my refund.

At this point, it feels like the casino is trying to avoid paying back my deposit, because every valid proof of address I provide gets rejected.

Thank you for your help.

Dear benzj044, could you please forward the documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hello Attila,

Thank you for your message.

Yes, of course. I will forward you all documents and the full correspondence with the casino, including:

the documents I submitted for verification (proof of address)

my residential certificate (Meldebescheinigung)

the GEZ invoice

all email communication with the casino support

I will send everything to your email address shortly.

Thank you for your assistance.

Best regards

Hello Attila,

I am posting this update here in the complaint as well so that the full explanation and timeline are visible in the case.

I would like to clarify the exact order of the documents I sent to Goldex Casino regarding the proof of address verification.

First, I sent them a bank statement from my Revolut account. They rejected it and said they do not accept statements from digital banks.

After that, I sent a bank statement from my C24 account. This was also rejected with the same explanation that they do not accept statements from digital banks.

Then I sent them my O2 internet and landline bill showing my name and address. They rejected this as well and said that an internet bill is not considered a valid proof of address.

Because I expected that they might continue rejecting documents, I went to my local city office and obtained an official government-issued residence certificate confirming my registered address (Meldebescheinigung). I sent this document to them.

After that, I also sent them a recent ARD/ZDF broadcasting fee invoice (GEZ) which also clearly shows my name and address.

Since sending these official documents, the casino has completely stopped responding. I sent these documents again afterwards, but there has been no reply from them for the past three days.

Before that, they always replied quickly to reject documents, but after receiving the official residence certificate and the GEZ invoice, they stopped responding entirely.

Best regards

Dear benzj044,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear benzj044,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Goldex Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Hello Martina,

Thank you for your message and for taking over my complaint.

I would like to clarify the full situation.

During the verification process, several of my documents were repeatedly rejected by the casino. First, they rejected my bank statements from Revolut and C24, saying they do not accept statements from digital banks. Then they also rejected my O2 internet/landline bill as proof of address.

Because I expected further problems, I obtained an official government-issued residence certificate confirming my registered address (Meldebescheinigung) from my local city office and sent it to them. I also sent a recent ARD/ZDF broadcasting fee invoice (GEZ) showing my name and address.

After I sent these official documents, the casino stopped responding to my emails for several days.

Later, the casino contacted me again and asked me to send my full personal and banking details (name, address, bank name, IBAN and BIC). After I provided this information, they eventually processed the refund of my deposit.

However, I would still like to understand why my account was suddenly closed and why the verification process was handled this way, even though I provided several valid documents.

Thank you for your assistance and for contacting the casino regarding this matter.

Best regards

Dear benzj044,

Thank you for the clarification — I appreciate it.

Dear Goldex Casino Team,

Could you please let us know the reason behind the player’s account being closed?

Thank you very much in advance for your cooperation.

Hello,

We would like to provide some clarification regarding the situation.

The player’s account was closed following an internal administrative decision made in accordance with our Terms and Conditions. As stated in our rules:

"The Casino reserves the right to close the Player’s Member Account and to refund to the Player the Account balance, subject to the deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice."

In line with this provision, the account closure was carried out at the discretion of the administration. Following the closure, the deposit that the player managed to make prior to the restriction was fully refunded on March 9.

Dear Martina, should you require any further clarification for the purposes of the complaint review, we would be happy to provide the specific details of this case directly to you upon request.

Please let us know if any additional information is needed from our side.

Dear Goldex Casino,

can you please send me the specific details to my email - martina.b@casino.guru? Thank you so much in advance

Hello Martina,

Thank you for your message.

We have sent you additional clarifications regarding this case by email to assist with the review. Please let us know if anything further is required from our side.

Greetings all,

Thank you, Goldex Casino Team, for providing all the relevant information and supporting evidence regarding this case.

Dear benzj044,

After carefully reviewing all the details, we regret to inform you that we are obliged to reject your complaint. The casino has provided sufficient evidence confirming that the account closure was carried out appropriately, and we also acknowledge that your deposit has been refunded.

Regarding the account closure itself, this decision lies solely within the casino’s discretion, and unfortunately, we are not in a position to influence or overturn it.

I understand this may not be the outcome you were hoping for, and I am truly sorry that we cannot assist you further in this matter.